Product Update: Interactive Voice Response (IVR) Expands Service Hours and Improves Customer Satisfaction

Key Features

  • 24/7 access to government services via local or toll-free number
  • Accessible for people with vision impairments
  • Credit, debit, or direct bank transfer payments
  • Multi-language support, with text-to-speech functionality standard in English and Spanish
  • Complete most transactions in two minutes or less
  • Real-time account management for customers
  • Transfer customers out to a call center, another IVR system, or specific staff
  • Configurable workflow and messages for agency administrators

How It Works

Routine tasks such as making a payment each month, checking hours of operation before leaving the house, or verifying account balance before making a payment can help customers accomplish tasks faster, with fewer interactions and higher satisfaction.

More Options = Happier Customers

Utilities and agencies can offer excellent customer service by providing services to customers in their preferred method of interaction. Every person will have personal preferences, resource and technology constraints, and limited time to complete their task. Providing a variety of channels to complete common tasks provides people with the ability to choose their preferred method of interaction, resulting in a better user experience and happy customers.

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CityBase

CityBase

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We’re working with innovative public servants to transform the experience of government.